SaaS Technical Support Engineer – On-Site

Atlas Rfid Solutions Store Llc; Birmingham (AL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health and dental insurance

Paid holidays and PTO

401(k) retirement plan

Job summary

Avancir, part of the Atlas RFID family, seeks a proactive Technical Support Engineer to bridge customers, internal teams, and development. You will troubleshoot the software platform, onboard customers, and contribute to product improvements while providing clear technical guidance.

You should have a Computer Science/IT background with 0-2 years in software support, strong JavaScript skills, and experience with Node-RED, Docker, and MongoDB. On-site in Birmingham, AL with occasional travel.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 0-2 years of experience in software support, technical support, or internship/project experience.
• Working knowledge of JavaScript and its asynchronous model (promises, async/await, event loop).
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team environment.
• Comfortable reasoning about basic network behavior (IP, DNS, ports) and how networked devices connect to and communicate with backend services.
• Familiarity with support ticketing systems and remote troubleshooting tools.
• Working knowledge of Linux/Unix fundamentals and the command line.
• Able to use SSH to connect to and manage remote machines.
• Comfortable using the Docker CLI and Compose to build, run, and debug containers.
• Experience with MongoDB, or similar document databases.
• Understanding of web technologies and API integrations.
• Experience with shell scripting (Bash).
• Nice-to-haves: Node-RED, FlowFuse or other low-code platforms; PostgreSQL; SaaS experience; knowledge of SDLC and Agile.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, phone, and ticketing system.
• Troubleshoot and diagnose software issues, delivering effective solutions or workarounds.
• Participate in on-call rotation to provide after-hours support as needed.
• Onboard customers, configure Node-RED flows, write JavaScript to handle device data, and integrate customer data into the platform.
• Travel occasionally to customer sites for onboarding and deployments.
• Create and maintain support documentation and knowledge base articles.
• Assist in training and onboarding new team members on support processes and product knowledge.
• Analyze recurring issues and surface insights for product improvements.
• Share feedback with product and engineering teams on customer pain points and enhancements.
• Help customers go live smoothly through hands-on configuration and technical guidance.
• Strengthen the support function through documentation, training, and best practices.

Skills

JavaScript

Customer support

Troubleshooting

Communication

SaaS

On-call support

Education

Bachelor's degree in Computer Science/IT or related field

Tools

Node-RED

Docker

MongoDB

Job description

Avancir, part of the Atlas RFID family, seeks a proactive Technical Support Engineer to bridge customers, internal teams, and development. You will troubleshoot the software platform, onboard customers, and contribute to product improvements while providing clear technical guidance.

You should have a Computer Science/IT background with 0-2 years in software support, strong JavaScript skills, and experience with Node-RED, Docker, and MongoDB. On-site in Birmingham, AL with occasional travel.